However, she said her electric bill account still had an outstanding balance. So, Santorelli contacted both Eversource and Convergent multiple times to find out why. But couldn’t get an answer from either agency.

“A few months later, I got another collections notice. I showed them proof of payment and I thought it was done,” said Santorelli.

But it wasn’t. In August, Sandra received a third collection notice stating she owed the money.

Convergent admitted that they received the payment and Santorelli said the collection agency sent her a statement with a zero balance, eight months after she paid the bill. But the company didn’t give Santorelli a reason for the delay.

Meanwhile, Eversource indicated that they still had no record of her payment. So Santorelli asked Convergent to contact Eversource and vice versa.

When Santorelli didn’t hear back, she reached out to the Public Utilities Regulatory Authority (PURA), which oversees utility companies, to get both Eversource and Convergent to communicate with each other. But Santorelli told us, she got no response for PURA.

Finally, Santorelli turned to NBC Connecticut Responds and we touched base with Eversource, the collection agency, Convergent, and PURA.

Eversource spokesman Mitch Gross told us, “We understand Ms. Santorelli’s frustration and apologize for how long it took to resolve this matter. Unfortunately, the payment Ms. Santorelli made to the collection agency, Convergent, was misapplied and not reflected in her account. While this appears to be an isolated incident, we are reviewing our processes internally and with our outside collection agencies to ensure this doesn’t happen again.”